Team Manager

4 weeks ago

North Sydney, Australia Coca-Cola Europacific Partners Full time

**Our Employee Benefits**

***At CCEP you can you expect an attractive package including staff product allowance as well as a broad range of discounts and benefits from a range of partners Some of our amazing & competitive benefits are:

- Free drinks onsite, allocation of products to take home, free onsite parking
- Company funded Parental leave and Purchased Annual Leave Scheme
- Access to Employee Assistance Program helpline - with free counselling for you and your family for any challenges that impact wellbeing
- Employee Share Program

**The opportunity we have available**:

- **Fixed term contract until 12 December 2024**:

- **ASAP start**:

- **Location: North Sydney**:

- **Flexible to work across various shift patterns, including afternoons, nights, and weekends**:

- **Hybrid working - connection days are Tuesday and Wednesday with flexibility to come into the office on other days where required.**:

- **Advertising closing date: 13 May**

**The Role**

The National Sales Centre (NSC) is the Customer hub for Coca-Cola Europacific Partners (CCEP) comprising of up to 165 employees. As an inbound/outbound omnichannel engagement centre it offers a dynamic environment touching on many aspects of the business. We are accountable for all customer and consumer Contact Centre based activity nationally and provide sales and customer service solutions. As a Team Manager you will lead a team of up to 14 consultants, seeking to improve the customer and consumers experience with CCEP, through leading, developing and inspiring a team of high performing and multiskilled specialists. In this role, you will be accountable for driving a **gold class customer experience** for our customers by empowering and upskilling your team to drive **first contact resolution** in fast-paced environment, while simultaneously helping your team members to build long-term fulfilling careers. As a key driver for your functional area, effective collaboration is required with other areas of the business to support the execution of their plans, as well as identify areas of opportunity to drive continuous improvement and positive change. You will be required to have strong relationships with various key **stakeholders including Supply Chain, Finance and Equipment Services**. You will also be required to have **sound process knowledge** across all these functions and have the ability to upskill/train your team accordingly.

Key responsibilities include:

- Coach and develop your team around expectational consumer service, planned call, objection handling and negotiation, to effectively support the customer
- Ability to foster connectedness and harmonious relationships with stakeholders across various functions both internally and externally to the NSC.
- Strong routines around coaching and champion the NSC Capability Framework within your team.
- Provide leadership and daily coaching to your team to ensure that customer queries are managed in a timely, efficient, and knowledgeable manner
- Create and maintain a high-performance work environment so team members are motivated to perform at their highest level. Creating employee engagement strategies.
- Effectively manage consumer and customer cases from end to end within SLA.
- Strong process and systems knowledge across various processes and functions to coach and develop a multifunctional team
- Create and inspiring team environment with an open communication culture that empowers your team to provide constructive feedback
- Handle customer escalations from team and support call loads during peak times
- Monitor team performance and report on metrics
- Communicate, manage, and escalate any IT or system outages effectively
- Liaise and collaborate with other teams across the organisation to ensure those customer objectives and expectations are being met, utilising feedback to identify and implement system or process improvements.
- Manage team administrative tasks e.g. leave management
- Support change management initiatives within the centre

**About You**
- Contact Centre Technology and Systems knowledge - Genesys, SAP and Salesforce Experience preferred but not essential
- Demonstrated people leadership experience preferably in a call centre environment
- Strong planning & organisational skills to support in executing strategy
- Exceptional relationship building and influencing skills with the ability to communicate up and down
- Flexible to work across various shift patterns
- Build sustainable relationships of trust through open and interactive communication
- Role model for our CCEP Values in your decisions, actions, and behaviours

**CEEP is committed to the health and safety of all employees and to equal employment opportunity for all employees to ensure that our employees have a safe work environment that is also free of discrimination and harassment. This obligation may also extend to include a pre-employment health evaluation process that is aimed at determining if prospective

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